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AI Agent & CX Glossary

Plain-language definitions of the enterprise AI and customer experience terms CX leaders use every day, plus the Maven AGI platform concepts behind agents that actually resolve issues.

IVR (Interactive Voice Response)

IVR is a telephony technology that allows callers to interact with a phone system through voice commands or keypad inputs to route calls or access information.

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Deflection Rate

Deflection rate measures the percentage of support requests prevented or handled through self-service before reaching human agents, typically via FAQ, chatbots, or knowledge bases.

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BPO (Business Process Outsourcing)

BPO is the practice of contracting specific business operations to external service providers, commonly used for customer support, IT services, and back-office functions.

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AI Agent

An AI agent is a software-based entity that perceives inputs, reasons over context, and takes autonomous actions to achieve specific objectives—going beyond simple chatbots.

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Ticketing System

A ticketing system is software that tracks, manages, and organizes customer support requests from submission through resolution, providing a centralized workflow for support teams.

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Contact Center AI

AI solutions designed to enhance contact center operations through automation, agent assistance, and intelligent routing.

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